Manager / Sr. Manager

10-13 years
2 months ago 84 Applied
Job Description

Role : Manager or Sr manager
Location :Bangalore
Relevant Exp :10+ Years
Notice period :Immediate/30 days
mode of work :Remote ( If any business requirements need person to be at office - Should be flexible)
Shift :US shift
Skill Set :

  • Core WFM Experience 10 + years
  • 6 years exp in Capacity planning , scheduling , forecasting & Reporting.
  • Excellent communication skills
  • Must have experience in different billing models like FTE ,connect minute ,line adherence & transaction based models
  • Team handing experience.


Prior Expn | Technical Skills | Project Expn etc which is essential for the role :

· Candidate must have exposure in stake holder management with excellent communication skills.
· Candidate must have 10+ years of experience in Global WFM. (Mandatory Criteria).
· Must have experience in different billing models like FTE ,connect minute ,line adherence & transaction
based models.
· 6 years of experience in Capacity planning, scheduling, forecasting, and reporting in WFM.
· Must have logical approach and clear understanding on the requirements/scenarios along with good analytical skills.
· Must have good excel and presentation skills.
· Visibility to the financial analysis in WFM.
· Team Handling Experience.


Role, Duties and Responsibilities :

· Manage the headcount forecasting process with consideration of known business events and strategies
· Develop, supervise, lead, & coach a specialized Workforce Planning team, from the ground up, in defining best practices for producing accurate forecasts and schedules that will optimize cost effectiveness and operational efficiency, while meeting Service Level objectives to deliver a high degree of Guest Satisfaction.
· Analyze trends within assigned operations, including contact volumes, contact patterns, in-store traffic, inbound & outbound shipments, staff productivity, staff capacity and resource allocation,
and use the analysis results to forecast arrival patterns.
· Manage large amounts of data to identify workforce shortages, conduct root cause analysis while
working toward strategically impactful solutions to address these issues.
· Work with marketing and finance partners to understand key drivers (such as specialty programs and environmental issues) and capacity needs.
· Leverage and manage historical data to develop educated assumptions for planned initiatives and
future forecast periods.
· Assure accurate monthly/weekly/daily/intraday forecasts
· Lead Operational meetings with Management, to ensure everyone is proactively prepared for the expected events of the day.
· Manage configuration and support of ongoing initiatives such as flexible schedules and PTO allowances.
· Provide real time and historical contact centre data to management team, including key performance indicators such as AHT, Shrinkage, Adherence, Conformance, Service Level etc., working closely with them to proactively identify ways to improve results.
· Assume ultimate responsibly for daily Service Level attainment through properly Forecasting call volumes and AHT, producing efficient schedules, and effectively managing the intraday operation. · Drive the Workforce Planning team to meet its weekly, monthly, and annual expectations on the critical Forecasting Accuracy, Schedule Efficiency, and Agent Delivery KPIs that are specific to the Workforce Planning team. · Recommend, organize, develop and help implement process improvements and training enhancements, using experience and facts to support.
· Manage schedule interface staffing rules and settings to maximum use of the application and assure a positive end user experience.
· Serve as an internal expert on Key Performance Indicators (KPIs) that impact the ability to consistently and effectively meet Service Level and guest expectations.
· Assure timely system updates of staff movement, historical results and proper trending within the WFM application. · Other duties and special projects as assigned.

Hinduja Global Solutions Limited

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